Nicola Armstrong
Atherstone,Warwickshire
Summary
Experienced and customer focused professional with expertise in telesales, post-sale follow-up, and customer service systems. Demonstrates proficiency in GDPR compliance, lead generation, and strategic selling, ensuring exceptional client engagement and rapport-building. Adept at order processing and direct marketing with a strong focus on customer empathy and satisfaction. Possesses resilience under pressure, initiative-taking abilities, and excellent verbal communication skills. Committed to maintaining data entry accuracy, record-keeping precision, and time efficiency while handling calls efficiently. Career goals include advancing within the customer service sector by leveraging resourcefulness and punctuality to drive client success.
With a willingness to learn I believe I have and can turn my hand to task required to get the job done.
Overview
28
28
years of professional experience
Work history
Sales and customer service representative
SD Vehicles
Warwick, Warwickshire
01.2025 - Current
- Managed daily sales operations to achieve business objectives.
- Increased customer satisfaction by providing exceptional service and promptly addressing concerns.
- Identified potential sales leads using market research strategies.
- Provided detailed product information for informed buying decisions.
- Coordinated delivery schedules for optimum order fulfilment.
- Resolved customer complaints, ensuring their satisfaction with products or services.
- Maintained high standards of professionalism whilst interacting with customers.
- Participated in regular staff meetings, contributing ideas for improved customer experience.
- Co-operated closely with logistics department to ensure timely deliveries.
- Handled cash transactions accurately, maintaining financial integrity at all times.
- Established strong relationships with customers, enhancing brand loyalty.
- Implemented effective sales techniques to maximise profits.
- Responded promptly to customer questions to improve customer loyalty and satisfaction.
- Handled customer complaints, providing appropriate solutions and recommending alternatives.
- Maintained current knowledge of company products and services to accurately answer client questions and make appropriate recommendations.
- Assisted customers with varying questions using product knowledge and service expertise.
- Applied effective problem-solving skills to address customer concerns and enquiries.
- Assessed customer needs to tailor product recommendations to individual requirements.
- Initiated outbound calls to prospective customers, presenting product offerings and addressing inquiries.
- Generated leads through proactive outreach and networking initiatives.
Accounts receivable administrator
Netinspire
Cheshire West and Chester, Cheshire
02.2024 - 01.2025
- Created a system for tracking incoming payments, improving transparency and accountability.
- Kept track of delinquent accounts, reducing company losses.
- Supported team by providing vital financial data for decision-making processes.
- Liaised with customers to resolve outstanding queries.
- Ensured accuracy in all financial entries, resulting in reduced errors.
- Worked closely with sales teams to ensure proper billing practices were followed.
- Coordinated with the sales team to correct any invoice discrepancies promptly.
- Implemented effective recovery strategies for overdue amounts owing from clients.
- Negotiated payment plans with customers, improving payment rates.
- Prepared detailed reports on the status of accounts receivable, aiding management decisions.
- Organised weekly receivable reports for internal use within the finance department.
- Processed invoices for timely payments.
- Improved cash flow by increasing speed and efficiency in collecting aged debts.
- Maintained customer accounts by updating details regularly.
- Managed daily admin tasks, leading to smooth operational flow.
- Calculated bills owed by customers, prepared invoices and distributed statements.
- Generated account statements outlining payments and balances.
- Recorded sales transactions, outgoing payments, and receipts to support financial governance.
- Monitored accounts payables and receivables to proactively spot and handle problems.
- Used correct classifications and coding for accounting transactions.
- Identified and resolved administrative errors, recommending preventative action to improve data quality.
Owner
bijou cleaning company
Wigan, Lancashire
04.2022 - 01.2024
- Resolved conflicts professionally amongst staff members or customers, maintaining a harmonious work environment.
- Ensured financial stability with careful budget management and forecasting.
- Streamlined operations for improved efficiency and productivity.
- Negotiated contracts with suppliers, reducing overall costs.
- Provided deep cleaning services for occasional needs such as post-construction or move-in scenarios.
- Performed routine checks on cleaning supplies inventory to avoid running out of key items.
- Assisted with seasonal deep cleans, contributing towards a fresher environment after periods of heavy use.
- Employed the use of power washers, carpet cleaners and buffers to produce excellent results in large spaces like school halls or offices buildings.
- Ensured customer satisfaction by addressing specific requests or concerns promptly.
- Maintained high standards of cleanliness and hygiene by thorough daily dusting and hoovering.
- Contributed to improved health standards with meticulous kitchen cleaning routines in restaurants.
- Completed laundry tasks promptly, resulting in continuously available fresh linen and uniforms.
- Ensured the provision of clean towels and toiletries for guest satisfaction in hotel suites.
- Took on additional responsibilities during staff shortages demonstrating flexibility and commitment.
- Promoted good maintenance habits amongst team members through regular training sessions.
- Worked quickly to complete cleaning within allotted timeframes.
- Cleaned and dried windows, mirrors and glass surfaces.
- Used vacuum cleaners and associated accessories to clean various floor surfaces to customer specifications.
- Scrubbed and sanitised toilets, sinks and kitchen fixtures for high quality finish.
- Emptied and cleaned trash cans following procedures.
- Safely stored cleaning solutions, equipment and chemicals.
- Restocked, refreshed and sanitised bathroom facilities.
- Communicated well with team across multiple locations.
- Ensured proper, compliant handling of cleaning equipment, chemicals and materials, upholding excellent safety records.
Customer experience advisor
Firstsource Solutions
Wigan, Lancashire
04.2020 - 04.2022
- Led training sessions for new Customer Experience Advisors; enhanced team's ability significantly.
- Identified opportunities for upselling during conversations; boosted company revenue without compromising on service quality.
- Delivered exceptional service by responding quickly to all inquiries.
- Escalated serious concerns or complaints promptly; prevented further dissatisfaction or potential loss of client.
- Participated in weekly meetings with management; offered valuable insights from a frontline perspective.
- Collaborated effectively with other departments to resolve complex customer issues quickly, ensured maximum satisfaction levels.
- Utilised CRM systems to track customer interactions, improved overall service quality.
- Enhanced customer satisfaction by resolving complaints efficiently.
- Maintained up-to-date knowledge of company offerings, provided accurate information to clients.
- Established rapport with customers using professional yet friendly communication style; built lasting relationships.
- Improved consumer trust with thorough product knowledge.
- Managed high volume calls for better accessibility and availability to customers.
- Ensured adherence to data protection policies when dealing with customer information; reinforced trust and safety amongst clientele.
- Provided comprehensive support to customers, increased their understanding of products and services.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Processed inbound customer calls, providing information on service or product upgrades
- Assisted customers with varying questions using product knowledge and service expertise.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Processed high-value payments with meticulous accuracy.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
Office manager
Tag Scaffolding
Birkenhead, Wirral
07.2016 - 03.2020
- Prepared detailed reports for senior management's strategic planning.
- Tracked inventory levels of office supplies, preventing stock shortages.
- Handled incoming correspondence, resulting in timely responses and decision-making.
- Updated office policies to reflect changing business needs and regulations.
- Managed supplier relationships to secure best pricing and service delivery.
- Negotiated contracts with vendors, ensuring cost-effective services and supplies.
- Maintained company records in compliance with legal requirements.
- Organised staff holiday schedules without disrupting workflow continuity.
- Oversaw recruitment processes, attracting top-tier talent for team expansion.
- Implemented new filing systems, improving data retrieval efficiency.
- Administered payroll system efficiently, avoiding errors or delays in payment cycle.
- Resolved employee conflicts with tactful mediation strategies.
- Facilitated staff training sessions to enhance productivity and job satisfaction.
- Coordinated team meetings for effective communication and project alignment.
- Answered high-volume daily telephone and email enquiries, minimising correspondence backlogs.
- Processed invoices and financial data with strong eye for detail.
- Monitored and proactively replenished office supply inventory for seamless operations.
- Greeted and directed incoming visitors and clients to reduce wait times and increase satisfaction.
- Worked with HR to maintain accurate and confidential employee records, enforcing compliance with regulatory standards.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
New & used car sales executive
Lythgoe Motor Group
Bolton
05.2003 - 07.2016
- Built strong relationships with customers through attentive service.
- Conducted demonstrations of vehicle features, increasing buyer engagement and interest.
- Upheld high standards of cleanliness in the showroom, contributing to a professional atmosphere conducive for client meetings and presentations.
- Facilitated smooth transactions between dealership and customers.
- Utilised CRM software for tracking leads, improving efficiency in lead management process.
- Met sales targets consistently through diligent follow-ups and negotiations.
- Increased showroom footfall with strategic marketing initiatives.
- Contributed to team sales goals by cross-selling additional products and services.
- Participated regularly in training programmes, ensuring up-to-date product knowledge and sales techniques.
- Handled customer queries promptly, enhancing overall customer satisfaction.
- Assisted in the appraisal of trade-in vehicles to determine fair market value.
- Negotiated sales deals for maximum profitability.
- Secured customer loyalty by providing excellent service.
- Coordinated test drives for interested buyers.
- Demonstrated vehicle features, using approved presentation methods to showcase add-on products.
- Qualified customers based on needs, desires and budget to guide selling and marketing strategies.
- Handled appointment scheduling to ensure smooth daily operations.
- Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
- Maintained an organised reception area for a professional business environment.
- Assisted with administrative tasks, improving overall functionality of the office.
- Prepared meeting rooms before and after use, maintaining a neat appearance at all times.
- Exhibited excellent multitasking skills by balancing various responsibilities simultaneously without compromising efficiency or quality of work output.
- Coordinated warranty claims to ensure a smooth process for customers.
- Handled complex technical issues, offering expert advice and solutions to clients.
- Strengthened customer relations through proactive follow-ups after vehicle purchases.
- Liaised with customers for prompt resolution of their queries and issues.
Checout Operative
Tesco
Bury, Greater Manchetser
07.2001 - 05.2003
- Resolved customer queries promptly establishing better rapport.
- Prepared tills at start of shift to ensure smooth operations.
- Provided friendly service to promote positive store environment.
- Managed queue efficiently to reduce customer waiting times.
- Assisted customers with bagging items, improving overall shopping experience.
- Enhanced customer satisfaction by providing prompt and efficient checkout services.
- Checked prices against system entries for accurate billing.
- Refunded items according to company policy enhancing brand reliability.
- Maintained a clean and organised work station for optimal productivity.
- Managed till float effectively, demonstrating trusted responsibility over funds.
- Handled cash transactions with accuracy, ensuring financial accountability.
- Trained new employees on checkout procedures, raising staff competence levels.
- Upheld store's reputation with high standards of customer service.
- Adapted quickly during busy periods for maintained efficiency.
- Verified ages for restricted purchases, maintaining legal compliance.
- Completed opening and closing procedures each day.
- Greeted customers entering store and responded promptly to customer needs.
- Kept checkouts areas and general store clean and orderly.
- Used cash registers and POS systems to request and record customer orders and compute transactions.
- Scanned products quickly, memorising codes and prices for unmarked products.
Delivery Discrepancy Advisory
JD Sports
Heywood, Greater Manchester
03.1997 - 06.2001
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Improved efficiency and productivity by acquiring new skills.
- Completed duties to deliver on targets with accuracy and efficiency.
- Completed customer orders with speed and accuracy.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Oversaw daily operations to achieve high productivity levels.
- Consistently arrived at work on time and ready to start immediately.
- Supported team by demonstrating respect and willingness to help.
Education
GCSE -
Siddal Moor High School
Heywood, Manchester 09/1988 - 06/1993
Skills
- Telesales expertise
- Post-Sale follow-up
- Customer service systems
- Familiarity with gdpr compliance
- Lead generation and follow-up
- Customer empathy
- Order processing
- Strategic selling
- Direct Marketing
- Client engagement
- Client rapport-building
- Basic accounting
- Resilience under pressure
- Initiative taking
- Data entry accuracy
- Record keeping accuracy
- Time efficiency
- Customer Service
- Resourcefulness
- Punctuality and time keeping
- Efficient call handling
- Excellent verbal communication
- Customer service and satisfaction
- Customer service experience
Timeline
Sales and customer service representative
SD Vehicles
01.2025 - Current
Accounts receivable administrator
Netinspire
02.2024 - 01.2025
Owner
bijou cleaning company
04.2022 - 01.2024
Customer experience advisor
Firstsource Solutions
04.2020 - 04.2022
Office manager
Tag Scaffolding
07.2016 - 03.2020
New & used car sales executive
Lythgoe Motor Group
05.2003 - 07.2016
Checout Operative
Tesco
07.2001 - 05.2003
Delivery Discrepancy Advisory
JD Sports
03.1997 - 06.2001
GCSE -
Siddal Moor High School
09/1988 - 06/1993
Similar Profiles
Suzana ChristopherSuzana Christopher
Substitute Teacher, Paraprofessional, Sub Secretar at Woodbridge SD, Abington SD, Phila SDSubstitute Teacher, Paraprofessional, Sub Secretar at Woodbridge SD, Abington SD, Phila SD
Suzana ChristopherSuzana Christopher
Substitute Teacher/Paraprofessional/Sub Secretaryy at Woodbridge SD NJ/ Abington SD PA/Philadelphia SDSubstitute Teacher/Paraprofessional/Sub Secretaryy at Woodbridge SD NJ/ Abington SD PA/Philadelphia SD
ALYSSA POLESKIALYSSA POLESKI
Student Teaching at Norwin SD | Penn Trafford SDStudent Teaching at Norwin SD | Penn Trafford SD
Ethan BurgessEthan Burgess
Administrative officer at Department for Work and Pensions (DWP)Administrative officer at Department for Work and Pensions (DWP)
Charlie WykesCharlie Wykes
Trainee engineer at Alert Systems LTDTrainee engineer at Alert Systems LTD